How See Tickets lost a customer

I didn’t bother attempting to get tickets for Glastonbury next year – I’m taking a break from it due to the fact that I should really be saving up some money for a wedding (and even if I wasn’t, the funds aren’t there). However, loads of people did try this morning and it sold out In record time (an hour and a half). Most of my friends got lucky, which makes me insanely jealous and ever so slightly left out of the fun but those are pretty selfish reasons that I should get over quickly, but lots didn’t.

As per usual, whenever See Tickets holds a sale that has an astronomical amount of demand, their servers just crash and burn. Technical difficulties meant that transactions were being delayed for a long time and it was only half-an-hour after it started that things were running a bit more smoothly. This is particular embarrassing after Emily Eavis told the NME last year (via Metro):

“We’ve got a new system which we’re trying out, and we’ve had assurance from See Tickets that it is going to work well and be much more efficient.”

Whoopsie.

As you can imagine, there was plenty of frustration in the aftermath. This wasn’t helped by the following message on See Tickets’ Facebook and Twitter accounts, which seemed a little unnecessary:

See Tickets offering profound thanks...
See Tickets offering profound thanks…

This is a reference to the raft of complaints about the technical difficulties. Now, if I were a See Tickets employee, I would probably be annoyed by the annual moaning that takes place, especially when a lot of it is off the cuff.

However, whoever thought it would be a good idea to use sarcasm as an attempt to liven up the mood and create a some ‘banter’ has misjudged the situation completely. When you combine this with their updates gunning for a new ‘fastest time record’ and then boasting about it, it gives the impression of a company who care more about themselves than their customers.

I use social media quite a bit at work as part of my job. Every day I’m there, I always over-think; Are the updates I’m publishing suitable? Are they worded properly? Is it likely to cause a fuss or not? I imagine that the See Tickets social media team have the same internal dilemmas about what they can and cannot publish…and yet, I can’t think why someone (or a group of people) thought that it would be a really good idea to use the tone that they applied. I know fully well that if I pulled a stunt like that, I’d be reprimanded pretty heavily. It smacks of arrogance, which isn’t exactly a way to win customers.

It is, however, a good way to lose them, which is what they’ve done. Until I think they’ve got everything in check, I’m buying my tickets elsewhere for the time being.

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